# POL-190 — SMS terms must give a working support contact

> The SMS terms must provide a support email or phone number a consumer can actually reach.

- **Rule ID:** POL-190
- **Layer:** Policy pages (`POLICY_PAGE`)
- **Checks:** `terms body`
- **Severity:** MEDIUM — Usually survives review, but lowers your trust score or invites manual review.
- **When it bites:** Gates approval — get this wrong and registration is refused
- **How it is detected:** AI judgement over the crawled website or policy page
- **Fix type:** Fix the privacy policy or SMS terms
- **Required by:** CTIA, TCR
- **Applies:** Applies to every 10DLC registration.
- **Canonical URL:** https://ekas.io/rules/10dlc/policy-page/pol-190/

## Why this rule exists

CTIA requires help routes not to be dead ends: the contact in your terms must lead to a human. A support address on a domain the brand does not own, or one that bounces, converts a compliance document into a broken promise.

## How to fix it

Include a monitored support email on the brand's own domain, or a phone number that is answered, in the SMS terms.

## Example of a compliant value

```text
For help with our messaging programme, email support@acmecoffee.com or call 415-555-0134.
```